Inbound calls are tricky. You can’t control when they come. And they typically have no context. In other words, all you know about the call is its inbound status, the number they called (the DNIS), and—if the telco supports it—the number called from (the ANI).
CT Center is known for its powerful skills-based routing capabilities, which places calls into queues based on the data known about the call or account. The dialer manager decides how these calls get routed to groups of agents based on their skills. For instance, a manager could create an agent group of native Spanish speakers and a group of agents who speak Spanish as a second language.
CT Center typically routes an inbound call based on the DNIS. The call is placed into a queue, and gets transferred to the next available agent. If you have multiple inbound numbers, each has its own DNIS and could go to different groups of agents. With Inbound blending, delays can be very short (only a few seconds). Additional groups can be assigned to a queue, in case the agents in the first group are not readily available. So, for instance, preference could initially be given to just the native Spanish speaker’s group and then after a short delay (say, 10 – 15 seconds), the call could also be transferred to the Spanish as a second language group. The call stays in the queue until it is answered by the most qualified agent available.
Routing isn’t limited to the DNIS. CT Center can route the call based on any available or acquired information. For instance, if the ANI (the number called from) is available, the area code could be used to place local callers into a separate queue. Or an IVR dialogue could prompt the caller for information that will determine the best queue such as the account ID or a language preference.
CT Center supports real-time interfaces, which can enhance skills-based routing capabilities. A real-time interface is a “live” connection between CT Center and the host software. It is used to request accounts and send call results back.* Account requests come in two flavors: list and ID (account number). This latter flavor, sometimes called account lookup, is primarily used for inbound calls. Combine this lookup option with an IVR dialogue that prompts the user for their account number and you have a powerful combination. An inbound call can then be routed based on the specific account’s information rather than just the limited call information. For example, a high balance account can be sent to agents trained specifically for handling those types of accounts. Or to a group of agents who work with a specific client. Or… well, you get the idea.
As an added bonus, using a real-time interface Agent Access can display the account’s key information to the agent when the inbound called is transferred. It can also “pop” the account on the agent’s screen.
You may not be able to control when inbound calls come, but with skills-based routing coupled with a real-time interface, you can make things easier for your agents, increase your call routing flexibility and have every call answered quickly by the most qualified available agent.
*It can also be used for both real-time qualification of batch accounts and qualification of callbacks, but that’s another story.
This article was written by Dave S